Practice Exam #3 Flashcards
(40 cards)
What is the definition of a customer?
A customer is a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
Identify the missing word(s) in the following sentence. A sponsor is a person who authorizes [?} for service consumption.
Budget
What is the definition of a problem?
a cause, or potential cause, of one or more incidents
What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services?
Change
Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.
Service Desk
What is the purpose of the ‘service configuration management’ practice?
ensuring that accurate and reliable information about the configuration of services and the configuration items that support them are available when and where needed
What is the purpose of the ‘service request management’ practice?
supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?
Information security management
Identify the missing word in the following sentence. [?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.
Change enablement
Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Dion Training’s website. Dion Training is responsible for managing the amount of storage space utilized on the service provider’s server, as well as determining whether a student may or may not watch a particular video. What best describes these activities?
Service consumption
Which describes the functionality offered by a product or service to meet a particular need?
Utility
What term best describes a service that is ‘fit for use’?
Warranty
What are guiding principles considered?
Recommendations
You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?
Start where you are
A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What guiding principle best describes what the company was doing?
Progress iteratively with feedback
Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?
Improve
Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of the continual improvement model is Betsy performing?
Where are we now
During which step of the continual improvement model is change management and release management usually performed?
Take action
Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the continual improvement model is Janet working in?
Did we get there
During which step of the continual improvement model do you create your objective baseline measurement?
Where are we now
Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use the two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the continual improvement model should you begin with?
How do we keep the momentum going
What is usually included as part of ‘incident management’?
Formalized processes for logging incidents
Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?
Incident
Which of the following is NOT a problem identification activity?
Logging an incident
